Settlement value

I have had so much hassles with Merc Benz Finance. I had to lay a complaint against once before after months of no reply to my emails. Now I am trying to get a settlement value. I received a reply on the 7th that I would be getting the value in a few days .....sent 2 reminders and I am just not getting any response !!!! How long does it take ??? I really just want to settle this and never have to do deal with the finance section again.